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About the Organisation
SBM Bank is a leading financial institution committed to delivering innovative banking solutions tailored to meet the evolving needs of its customers. The bank prioritizes customer satisfaction, operational excellence, and digital innovation, positioning itself as a trusted partner for individuals, businesses, and corporate clients.
Customer Experience Analyst job at SBM Bank | Apply Now
Are you looking for Bank jobs in Kenya 2025 today? then you might be interested in Customer Experience Analyst job at SBM Bank
Full Time
Deadline:
24 Sept 2025
Job Title
Customer Experience Analyst job at SBM Bank
SBM Bank
Job Description
The Customer Experience Analyst will play a key role in enhancing customer satisfaction by providing timely reports, maintaining dashboards, monitoring service quality, and managing the Voice of Customer (VOC) program. The role involves data analysis to track performance, identify gaps, and propose actionable improvements across all customer touchpoints. Additionally, the Analyst will support customer experience projects, ensure compliance with Service Level Agreements (SLAs), and collaborate with multiple business units to foster a customer-centric culture.
Duties, Roles and Responsibilities
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
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How to Apply
Reports and Dashboards (30%)
Develop, maintain, and update customer service performance dashboards.
Collaborate with departments to align reports with strategic goals.
Train users on dashboard utilization and data interpretation.
Analyze data to identify trends, gaps, and opportunities for improvement.
Quality Assurance & Monitoring (20%)
Conduct assessments of customer interactions across various channels.
Maintain QA scorecards and dashboards for service units.
Provide feedback and support service recovery initiatives.
Track complaint trends and escalate critical issues.
Voice of Customer (VOC) Management (15%)
Manage VOC lifecycle: data collection, response tracking, and analysis.
Monitor customer satisfaction metrics (NPS, CSAT, CES).
Recommend service improvement actions based on feedback.
Data & Analytics Liaison (10%)
Support CX measurement frameworks and ensure data integrity.
Collaborate with IT on automation and data systems.
Champion data-driven decision-making.
Support CX Projects & Initiatives (10%)
Provide QA and analytical support for CX projects such as CRM rollouts and AI adoption.
Participate in pilot testing for new products.
SLA Reporting (15%)
Monitor, analyze, and report SLA performance.
Propose strategies to enhance SLA compliance.
Maintain monthly CX dashboards for executive-level reporting.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Education & Experience
Bachelor’s degree in a relevant field.
2–4 years of experience in customer experience, quality assurance, business intelligence, or service performance management.
Experience in financial services, telecom, or fintech is an added advantage.
Knowledge of CRM systems, ticketing tools (e.g., Siebel, Microsoft Dynamics, Zoho), and survey platforms.
Experience with VOC programs and KPI tracking.
Key Competencies
Strong analytical and problem-solving skills.
Attention to detail and critical thinking ability.
Customer-centric mindset with focus on continuous improvement.
Strong communication and influencing skills.
Technical proficiency in reporting and analytics tools.
Integrity, ethics, and results-driven orientation.
